Beautician complaint

[Tempest]

Just wondering some language or thoughts I can use in this situation.

I switched salons for individual eyelash extensions recently. The new one had lots of positive reviews and I did a lot of research. The one I always used to use is convenient for my job not my home and I'm switching jobs, so I need one close to home or the new job. The lady who did the treatment has won awards for other treatments and is long qualified with lots of experience.

Everything seemed ok on the day and my first glance at my new lash extensions showed them looking ok. They should last 2-3 weeks. I had them on from the old salon for years and I got 3 weeks out of them before needing an infill easily. Within 4-5 days most of them on my left eye were gone from the new place. I thought she'd used shorter ones on the left than right and then realised it was because they had all fallen out and I was just seeing my own lashes. The right has thinned but nothing like the left.

I'm told if they fall out without the natural lash attached it's technician error. They will fall out with the natural lash as the lash goes through the same cycle as hair, growing until the phase where it stops and eventually falls out for a new one to take it's place.

I complained to the salon through a message and they came back to me a day later saying they would infill them for free and asked for some pictures 'for my file'. I sent the pics and accepted the offer.

This morning, nearly 2 weeks in, I have 2 left on my left eye (the human eye has 150-200 lashes and each one is supposed to have an extension, I have my doubts now if she really put one on each lash) and significantly more on the right but still they're noticeably sparse and patchy. And this morning one natural lash fell out and it has 3 extensions stuck to it. The technique is one extension per natural lash. One lash should never have three full weight extensions on it! That is a technique call volume lashes but the extensions for this technique are significantly finer and lighter and that wasn't the service I booked in for.

All this in mind, I'm quite nervous about having her redo them as I now have serious doubts about her skill and technique. I can't keep going every week for them infilled when I know I was very successful in keeping them in good condition for 3 weeks with my last supplier. She always commented that I did so good with them and that she wished all her clients looked after their lashes/lasted their lashes like I did.

So do I let her do the free repeat treatment and see how I get on, or do I go in and ask for them off and my money back to start again somewhere else? What language or rights can I use to have this conversation if so? Just looking for some help as I don't want to be taken advantage of but nor do I want to be rude or offensive to the technician.

Thanks!

[R0b]

I'm told if they fall out without the natural lash attached it's technician error. They will fall out with the natural lash as the lash goes through the same cycle as hair, growing until the phase where it stops and eventually falls out for a new one to take it's place.

Where is your source to back that up, is it a credible source?

Ultimately I think you have to weigh up your options, I think it would be up to you to prove that the beautician failed to take reasonable care and skill in applying the lashes (or possibly not of satisfactory quality/fit for purpose) but in my view, getting a free replacement might be the more sensible option. You could ask for a refund but if she refuses then what are you left with, bringing a claim for what might be considered a nominal sum?

The court process is not fast and should always be considered as a last resort and weighed against the cost of what you might have paid for the service, probably isn't worth the time and resources on your part.

Everyone has made mistakes before and you pointed out that the salon has received awards as well as the beautician, including positive customer reviews. Taking that into account, giving her an opportunity to resolve it.

Has she offered a free replacement?

[Tempest]

The source on that would be I have a keen interest in understanding beauty treatments before I get them done so I have done a lot of research. I'm one of those people who reads up on everything before I can make a decision. The application process is that the lash extension should have a fine layer of glue on the length of it, and the technique is to then bond the extension to the natural lash. It should be bonded down a significant portion of the natural lash. Thus it's well stuck and doesn't fall out without the natural lash. The fact these are falling out on their own seems to be there is only a tiny dot of glue on each extension so the bond isn't strong enough. I have watched many many youtube videos of the application process from the suppliers of the lash products. I also never lost an extension on it's own from Beautician A who did them for me for three years successfully. Since Beautician B took over two weeks ago, I have lost what would be hundreds if she applied them correctly on their own and about four with the natural lash attached, IE the natural way to lose them.

Beautician B has won awards for her industry but not for lashes. So this was a factor in my decision she was a good/successful beautician but not a way to prove she was good at lashes. It's quite a fiddly thing to do and there does seem to be a real skill/knack to it. In reading their positive reviews in depth, most are for their skill with nails (pedicure, manicure and false nails/gel application) and massage. Only one or two mention lashes. I'm now worried that while she is qualified she has no practise/practical experience as she doesn't get asked to do many, and it's leaving her technique behind. One fell out just now with the lash but the natural lash is going one way and the extension the other, which the extension should sit right on top of the natural lash so they should be going in the same direction.

I guess as you say I should give her the chance to put it right as she might have had a bad day or bad glue or whatever. But if not I think I will just ask her to remove for free and start over some where else.

I had them on for literally 3 years before, so I'm not new to the process, the aftercare or the longevity.